The Opportunity At Revo, our members are at the heart of every decision we make. As one of Australia's fastest-growing fitness brands, we're opening new clubs, evolving our digital experience and welcoming new members every month, and as we grow, delivering an exceptional member experience matters more than ever.
We're looking for an experienced Customer Experience Manager to lead our Member Experience contact centre and shape how we support members now and into the future. Overseeing up to 1,000 ticket responses daily across phone, email and social, you'll provide hands-on leadership to the centralised communications hub for our 75+ clubs nationally.
Combining people leadership, operational excellence and systems thinking, you'll lead a high-performing team, streamline and automate processes, champion the member journey, and help build a scalable, 24/7 Member Experience function that grows with the business. Most importantly, you'll ensure every interaction reflects who we are: approachable, supportive and genuinely committed to helping our members.
What you'll be doing? Lead a High-Performing Team - Lead, coach and develop our Australian-based Member Services team, helping shape the Member Experience function as it grows.
- Foster accountability, collaboration and continuous improvement through clear expectations and regular coaching.
Champion Exceptional Member Experiences - Great service at Revo means every interaction feels personal, effortless and helpful.
- Empower your team to balance empathy with efficiency, building long-term member loyalty beyond just resolving issues.
Drive Operational Excellence - Own day-to-day performance of the Member Experience function, ensuring service levels, response times and quality standards are met across local and future offshore teams.
- Lead the central point for member queries via email, phone and social media, handling up to 1000 tickets a day.
- Monitor key metrics and use data to continually improve team and member experience performance.
Own the Member Journey - Be the voice of the member, working with Marketing, Product, Operations, Finance and Technology to ensure every touchpoint feels connected and consistent.
- Collaborate with People & Culture and Operations to drive member experience improvements in clubs.
- Lead ongoing optimisation of Zendesk and Salesforce for a more seamless member experience.
Improve Systems, Processes & Technology - Identify smarter ways to operate, from workflow automation to AI-enabled tools, freeing the team to focus on high-impact member interactions.
Lead Sensitive Member Communications - Oversee debt and arrears communications, ensuring they're compliant, clear and respectful, treating members fairly even in tough conversations.
About You You're passionate about member experience, you know every interaction shapes how members feel about our brand. You're an experienced people leader who enjoys developing teams and creating an environment where people thrive, and you balance operational discipline with commercial thinking, using data and insight to continually improve the way we support our members.
You'll also bring: - Proven experience leading a 24/7 Member Experience, Customer Experience or Member Services team
- Strong leadership and coaching capability, with a track record of building engaged, high-performing teams
- Experience working with and optimising platforms such as Zendesk and Salesforce
- A continuous improvement mindset, with experience optimising systems, workflows and processes
- Curiosity about AI and emerging technologies, and how they can enhance team performance and member experience
- Sound judgement managing sensitive member communications with professionalism
- Strong stakeholder management skills, with the ability to influence across the business
- Excellent communication skills and confidence presenting to senior leaders
- Experience building or leading offshore support teams
- Hands-on Salesforce or Zendesk administration/workflow experience
- Experience scaling a Member Experience function during rapid growth
- Experience implementing AI-powered service tools or automation
Who is Revo? At Revo Fitness we are committed to making quality fitness accessible to all, with simple memberships, no hidden fees, and 24/7 access. We prioritise our members' needs and strive to deliver exceptional member experiences at every touchpoint. We’re a local, Australian owned business that is rapidly expanding and always looking for passionate people to join our growing team.
Our Values: - We keep it simple
- We do what we do well
- We care about our people
- We are all about the experience
- We believe in raising the bar
In addition to a fulfilling role, you'll enjoy: - Competitive remuneration package
- Employee Benefits Program including EAP, Paid Parental Leave and Vibe & Thrive Allowance
- Free onsite parking and end of trip facilities at Revo HQ, including on-site gym
- Revo Membership – to help you achieve your individual health and fitness goals, as well as a complimentary Revo Membership for a partner, family member or close friend
- Phone Allowance & Laptop will be provided
Ready to raise the bar and help shape quality member experiences at Revo? Join a high-growth, community-first Australian brand doing exciting things. Apply now.
Applicants must have full working rights in Australia, to be considered for this position.